Product Support Engineer - Heathrow Airport

This role is located inside Heathrow Airport. On occasion, you may be asked to work in any of the following airports: Gatwick, Stansted, or Luton.

Night Shift: 11:00PM to 7:30AM

Schedule: Monday night to Saturday morning

Fully on-site

Who We Are

• Leaders in advanced biometric technology with a global presence, transforming the world of seamless and secure travel.
• A diverse, international team, combining deep expertise and cutting-edge innovation to improve touchpoint systems worldwide.
• Continuously evolving, pushing the boundaries of technology to enhance the traveler experience.

Our Mission

• Provide innovative biometric solutions that ensure security, convenience, and efficiency for travelers.
• Deliver exceptional maintenance and support to touchpoint systems across the globe.
• Maintain high standards of service quality, ensuring the continued operation of key infrastructure and supporting both customers and the internal team.

Your responsibilities

We are looking for someone to join our support team, where you will be key in ensuring smooth operations, providing troubleshooting, and supporting the maintenance of cutting-edge systems. This is your chance to be part of a global leader in biometric systems and automated solutions and make a lasting difference. As a member of our support team, you will focus on maintaining touchpoint systems by providing onsite physical interventions at Heathrow airport, supporting system installations, and resolving complex incidents. You'll work closely with both internal teams and customers to ensure optimal performance, while ensuring compliance with Health & Safety and information security policies.

• Conduct regular preventive maintenance and system health checks to identify and address potential issues before they impact operations.
• Perform on-site hardware diagnostics, repairs, and component replacements to minimize downtime and ensure service continuity.
• Support lifecycle management of equipment.
• Monitor system performance and reliability, proactively identifying trends or recurring faults and implementing corrective actions.
• Reduce reliance on third-party callouts by equipping internal teams with the knowledge and tools to resolve common hardware issues.
• Ensure compliance with maintenance procedures, safety standards, and operational guidelines across all supported sites.
• Maintain accurate records of maintenance activities, asset status, and hardware inventory to support reporting and auditing requirements.
• Coordinate with engineering and product teams to escalate complex hardware issues and drive long-term fixes or improvements.
• Provide hands-on support during incidents to quickly restore services and minimize operational disruption.
• Support continuous improvement initiatives by identifying opportunities to enhance hardware reliability and maintenance processes.

What we're looking for

• Must be able to pass a security clearance check, which requires verifiable residency in the UK for 5 continuous years.
• Some experience and interest in working with hardware.
• Attention to detail.
• Ability to work independently.

What we can offer you

• A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance.
• A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
• Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
• A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
• A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
• A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.
• A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience. Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.

Be aware of recruitment scams Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.

About Us

We are Amadeus and we make travel work better for everyone, everywhere. As part of our global team of 20,000+ passionate team members across 100+ locations, you’ll join a community united by a love for travel and technology. We’re not just shaping the future of travel; we’re using it as a force for good, enriching lives and supporting our planet. Here, you’ll be free to innovate and grow with driven colleagues. Join us on a journey where you will help us bring the world closer!